The Massachusetts Health Connector has been enrolling people at a steady rate during its first week of operations.
BOSTON - The Massachusetts Health Connector has been enrolling people at a steady rate during its first week of operations.
So far, 14,101 people have selected plans, and 753 have paid their first bill and actually enrolled in health insurance coverage, which will begin Jan. 1. Another 28,175 people were automatically enrolled in MassHealth coverage.
Maydad Cohen, special assistant to Gov. Deval Patrick overseeing the fixes to the Health Connector, said the Health Connector website continues to perform "incredibly well" and officials are "really pleased" with the enrollment numbers so far.
Open enrollment started on Saturday, Nov. 15 through the state's revamped Health Connector website. The state first launched a new health insurance exchange in October 2013 to conform with the federal Affordable Care Act, but that site was a technological disaster, and people were unable to enroll in new plans.
To deal with last year's problems, the state extended existing subsidized plans and enrolled people in temporary Medicaid coverage without knowing what insurance they qualified for. State officials estimate that between 175,000 and 225,000 people who currently have temporary Medicaid coverage or subsidized plans will have to reenroll in a new plan this year that complies with the Affordable Care Act.
A core function of the new website is its ability to determine whether a person is eligible for MassHealth, the state's Medicaid program, or for a state or federally-subsidized health plan. In total, the Health Connector determined eligibility for 52,000 people last week.
Of those, slightly fewer than 24,000 applicants were deemed eligible for MassHealth and were automatically enrolled. (Some of those were already in MassHealth plans this year.) The remaining 28,000 people must pick a plan and pay the first month's premium before they actually receive coverage.
The state has been monitoring where the enrollees are coming from. Around 16,700 people currently on temporary MassHealth coverage and 6,400 in state-subsidized Commonwealth Care plans have reapplied. Cohen said officials will do more to reach out to current Commonwealth Care enrollees. Health Care for All, a health care advocacy group, has been running an outreach campaign, knocking on doors, making phone calls and sending out mailings to inform people on subsidized plans that they need to reenroll.
One important statistic to track is the composition of people currently in temporary MassHealth. The state put people into temporary coverage without knowing whether they were eligible for MassHealth, and the state could lose federal reimbursement money if it was providing MassHealth coverage to people who should not have received it. So far, just about half of those on temporary MassHealth who have re-applied for coverage have been deemed eligible for MassHealth this year.
Asked about that, Cohen said the numbers only reflect seven days of data, and it is too early to determine any trends related to where people are coming from and where they are going.
The state has also made efforts to address areas that were problematic last year, including customer service and the website's capacity to handle traffic. This year, MassHealth and the Health Connector established call centers to help people fill out applications. The centers have received between 12,000 and 13,000 calls each weekday. During the first few days the site was live, some people complained about long wait times. Health Connector officials said the wait times were mainly due to people trying to fill out entire applications over the phone. Cohen said there were high call wait times last Saturday and last Monday morning. People on the Connector's Facebook page were complaining of wait times of 40 minutes or more on Saturday. Since then, the Connector has added staff and increased training. This Monday at noon, wait times were less than two minutes.
Claire Cooper, a spokeswoman for the Massachusetts Health Connector, said the average wait time for calls to be answered between November 15 and 22 was 241 seconds, or just over four minutes.
The site will be down from 10 p.m. Monday night to 2 a.m. Tuesday for scheduled maintenance. The maintenance is expected to fix problems related to a page that checks people's immigration status. It will also allow consumers who begin to fill out an application by phone to complete the application online.
The site saw 334,100 unique visitors in its first week.
Norman Spier, a retired statistician from Northampton, was one of the people to use the website to reapply for coverage. Spier was put on temporary MassHealth last year due to the website problems. This year, he applied on the first day of open enrollment, and it took him about two hours.
Spier called customer service representatives two or three times because of error messages and got ahold of someone after around a five-minute wait each time, he said. His biggest concern is that the computer system told him he was eligible for Medicaid, but he thinks his income is too high to qualify. When he called the customer service desk, representatives informed him that they did not know the detailed rules but would rely on the computer system's determination. Spier sent a letter outlining his concerns to MassHealth.
Spier said he is not worried about the two hours or the error messages. He said he knows that without the Affordable Care Act nationally, or the similar reforms put in place in Massachusetts in 2006, many middle class people would be at risk of losing their savings in case of a medical emergency. Spier used to live in New York and Connecticut, and moved to Massachusetts partially because of the health care law ensuring universal access to health care coverage.
While he acknowledged that the system "isn't perfect," Spier said, "It's a tiny, negligible, trivial inconvenience compared to without Obamacare."
"A little inconvenience using the system is nothing compared to losing all your money," Spier said.